Technical Support RepresentativeInComm Holdings

THIS JOB HAS EXPIRED

Overview:
The TSR is tasked with supporting all customer-facing production systems. This includes assisting both internal and external customers when issues arise on any of the Qpay platforms. Entails from basic troubleshooting, in order to isolate issues, to advanced troubleshooting to resolve and escalate as necessary. This is a non-exempt position.
Responsibilities:
Day-to-day responsibilities include but are not limited to:
Provide email and telephone-based technical support to customers involved in diagnosing, troubleshooting, repairing, and debugging large and complex application systems
Investigates and analyzes system problems. Escalates issues when necessary
Documents, updates, and closes all support issues in trouble ticket tracking system in accordance with department procedures and customer service level agreements
Accesses secure networking environments with multiple user names and passwords
Assists field agents with installation and maintenance of proprietary software
Performs all system checks, completes emergency system down process, and escalates issue
Qualifications:
Fluency in English is a must
Bilingual candidates highly desired
In depth knowledge of PCs, operating systems, networking and applications to be able to quickly and effectively help users with their problems
Proven systematic and logical problem solving ability
Experience within a call center environment
One or two year computer diploma from a technical institute or a non-technical University degree with some formal training in particular products or technical areas
One or two years of helpdesk support or equivalent
Good interpersonal skills such as effective listening, empathy, patience, and the ability to carefully walk a user through problem resolution steps remotely
Aptitude to troubleshoot problems under pressure, and the ability to defuse excited and sometimes irate users or customers
Ability to work well with other departments in a team environment
Well-developed organizational and extensive follow-up skills are a must
Ability to handle and keep up with constant changes to products, policies, and maintain procedures
Use of Remote Desktop Software
Ticketing and knowledgebase system use
Strong Microsoft operating systems experience
Strong understanding of printers and networking thereof
Regular and predictable attendance is an essential function of this position.